Case Management Process

Case management process concepts:

  • Unique case numbers

    Coveo Support assigns unique case numbers to all customer requests for assistance. These case numbers allow Support to prioritize and track all cases through resolution, and allows the customer to get a status update of their case via the web based Customer Community.

  • Severity level

    All cases are assigned a severity level, and are placed in a queue to be processed by the next available Product Specialist . Coveo Product Specialists take ownership of your case and see it through to successful resolution.

  • Case handling

    The Product Specialist will contact the customer and gather any additional information needed and will investigate to determine the proper course of action. This may require the Specialist to reproduce the issue, work with our Coveo Development Team, work with the customer on their configuration of the software, etc.

  • Software fixes

    If the Product Specialist determines that the issue requires a fix to the software, the Specialist will notify the appropriate development team. When a fix is made available from the Development Team, the Product Specialist will notify the customer of its availability.

Prior to logging a case you may want to review these helpful tips:

  • Check the product help included with your Coveo Product.
  • Check release notes and self-service Knowledge base solutions on Online Help.
  • Try to see if the problem is reproducible.
  • Note any recent changes to your system and environment.

See the Contacting Support for hours of operation, locations and phone numbers.

Contacting Support

Support region Hours of operation
Local time
Languages supported Phone number
North America 6am - 9pm EST Monday to Friday English, French +1.866.266.1583 or
+1.418.266.1583
EMEA -
Europe, Middle East, Africa
11am - 2am GMT
Monday to Friday
English, French 00800 5008 0900
  • Log your case using the Case Management on the Coveo Community.

  • Severity Level 1 tickets (see below) are covered by Support 24/7/365, including any holiday.

  • Severity Levels 2 to 4 tickets (see below) are covered during the above hours of operation, except for Christmas, January 1st, and Labor Day.

  • At all times, Severity Level 1 tickets must be submitted by phone after opening a ticket. During operation hours, you will reach an agent directly. Outside of operation hours, you will reach a voicemail where you may leave a message so that an agent can get back to you respecting our Initial Response Time (see Case Severity Levels And Response Times).

Case Severity Levels And Response Times

All cases logged with Coveo Support are assigned a severity level from 1 to 4 based on the service impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue by a Coveo Product Specialist, providing the customer is in agreement.

The following table defines the severity levels and the targeted Initial Response Time for Basic Support. It is helpful to clearly explain the business impact of your issue when you contact the Coveo Support.

Case Severity Levels

Severity level Description
1
Critical Service Impact
A critical service impact occurs when:
  1. There is a Downtime;
  2. You discover an active Security Incident, a high-impact vulnerability or a medium or higher vulnerability (as defined under the Common Vulnerability Scoring System (CVSS));
  3. The Usage Analytics services do not record any Search-Related Event.
2
Major Service Impact
A major service impact occurs when the Product is not operating as designed for most users and no reasonable workaround is available. The Product may be operating but is severely restricted. A Severity Level 2 issue could have the following characteristics:
  1. A Severity Level 1 issue is affecting non-production environments;
  2. Indexing service is not functional;
  3. Discrepancies between the search results and the content of the index;
  4. Coveo administration interface is not functional;
  5. Usage Analytics records Events but the data is inaccessible or incomplete;
  6. Performance degradation of the Search Response Time.
3
Minor Service Impact
A minor service impact occurs when Product features are unavailable, but a workaround exists and the majority of software functions are still usable. Minor function or feature failure that you can easily circumvent or avoid. A Severity Level 3 issue could have the following characteristics:
  1. Indexing service slowness;
  2. Index browser not loading;
  3. Changing sort options issues;
  4. Any low impact vulnerability (as defined under the Common Vulnerability Scoring System (CVSS))
4
Requests
A minor problem or question that does not affect the Product function such as a request for information on how to use a particular feature, a general question or requests for documentation or enhancements. A Severity Level 4 issue could have the following characteristics:
  1. General requests for advice on product usage;
  2. Clarification on product documentation or release notes;
  3. A product enhancement request.

Case Response Times

Output options

Severity level
Initial response - Basic
Initial response - Plus
Initial response - Premium
1
4 business hours1
2 business hours1
1 hour1
2
8 business hours
4 business hours
2 business hours
3
12 business hours
12 business hours
6 business hours
4
24 business hours
24 business hours
12 business hours

1: Support requests for Severity Level 1 issues shall be followed up on by telephone to trigger the Initial Response Time commitment.

Closing a Case

Support cases remain open until the customer is satisfied that the case can be closed. When a support case requires a new product update before it can be closed, the case will remain open with Coveo, and the customer will be contacted when the update is available.

Coveo will close support cases when customers fail to respond to further requests for information. Typically, two follow up emails or phone calls will be made over four business days and if no response is received, the support case will be automatically closed.

Escalation Guidelines

While we strive to meet all your needs and resolve your issues in a timely manner, we recognize that at times a critical issue may arise that requires special attention. If you are not satisfied with the progress of your case you can request that the issue be escalated. To escalate an issue, you can update your case using Case Management and request escalation or contact us via phone and request to speak with a Support Manager.

The Support Manager will investigate the issue, contact you to discuss the situation and coordinate any additional resources necessary to resolve the case.